Recently in my in-staff education session I discussed with my trainers the importance of the WOW factor within our business.
I asked them, when have we delivered a WOW to our athletes and the parents of our athletes?
They all to a man cited our results, our programming and our facility as WOW factors for our clients. I had to stop them though.
Isn’t that what they paid for?
You see, everyone expects to get great results. It is part of the job. It is absolutely important, but everyone expects it already. They MAY be wowed by how much better they did then they thought possible, but it isn’t a true wow. It doesn’t change the thought process.
Where do we alter the story?
Where did we take what they expected of a strength coach and a facility and completely alter the reality? Where did we get them to stop in their tracks and become enamored with what we did?
You see, at Prospect Sports, we in the performance side like to talk about the Prospect Performance Family. This is our connection with each other. All of my coaches truly like being there. Come an hour early and most of them are there. Come at the end of a shift and most continue to hang out and coach even when they aren’t supposed to be.
Each trainer has gone above and beyond to provide a WOW for a client or parents where they could’ve just done the regular.
We have one athlete that was messing up in school. He came to us everyday and was a knuckle head most the time. This doesn’t fly.
Without prompting from myself, each trainer pulled the athlete aside and spoke of credibility and effort. One trainer found out he was being picked on at a ice skating rink. Can you guess what he did?
He went to the rink and skated with his girlfriend on a Friday night.
The athlete was being picked on by a 21 year old, and he was 14. When my trainer showed up, all 215 lbs of athlete, the picking stopped.
My trainer even gave the athlete his # and one of his college t-shirts to the athlete. Changed his idea of what we thought of him.
I had an athlete who was nervous for a start in baseball. I made a Youtube video to him telling him to relax and asked his mother to send it to his phone.
It was never my intention to have her cry, it just happened, I wasn’t trying to elicit a WOW for the sake of it. This was a simple thing I could do.
WOW is the difference between what I do and what most others do. They chase money. They chase the name. They don’t chase after having real relationships with the people they deal with.
At the end of the day everyone is trying to have a business and survive and thrive in this world. Some happen to do it with class and credibility attached to everything they do. They look to help others truly at where they are and what they need.
These people succeed because they are chasing an experience for someone that alters their opinion of what is possible and expected.
They wow the world.
Bill Rom is the top strength and conditioning coach on Long Island.